Transport and LogisticsContractorSenior-level(6+ yrs)
Job Description
The Passenger Services Manager is a critical leadership role responsible for overseeing the implementation of systems and strategies that guarantee reliable and efficient Passenger Train Services. The primary focus is ensuring high levels of customer satisfaction while maintaining strict safety and security standards across the rail network. The manager will analyze customer data to drive service improvements, manage team capabilities through training, and develop marketing strategies to enhance passenger performance. Additionally, the role involve stakeholder engagement and contract management to identify future growth opportunities.
Key Responsibilities
Oversee the implementation of systems and strategies that guarantee reliable, efficient Passenger Train Service that meet customer satisfaction.
Involved in analyzing customer date and review policies and processes for service improvements.
Ensure customer satisfaction levels meet the industry standards.
Propose mitigation actions to address service gaps.
Ensure improvements on service levels and develops plans to resolve possible safety and security breaches.
Manage manpower deployment and develop on-the-job training programmes to improve the capability of team members.
Develop and implement marketing strategies to improve passenger performance.
Liaise with other departments for provision of reliable rolling stock.
Participate in train schedules preparation and communication to public.
Managing Corporate clients in passenger services.
Participate in preparation of proposed tariffs adjustments for passenger services.
Ensure Company Policies are implemented in Passenger Services Operation.
Participate in supplier engagement and management.
External Contracts Management.
Participate in stakeholder engagement in building business relationships, to enhance Passenger Service Operation and identifying future opportunities.
Coordinate performance contracting targets and work plans in achieving passenger services objectives.
Review and recommend division’s optimal staffing capacity to ensure uninterrupted service delivery.
Participate in identifying and implementing change initiatives to achieve the desired culture and business plans.
Participate in budget planning.
Oversee formulation and implementation of the Safety Management Plans (SMP) in Passenger Services Operations.
Ensure compliance of Quality Management System and Risk Management in Passenger Service Operations to meet the requirements of ISO Standards.
Requirements and Qualifications
Master’s Degree in a business-related field from a recognized institution.
Bachelor’s Degree in Business Administration or an equivalent in a recognized Institution.
Membership to a relevant professional body and in good standing.
A Minimum of Ten (10) years relevant work experience, Five (5) of which must be in Senior Management position.
A management course lasting not less than four (4) weeks from a recognized institution will be an added advantage.
Proficiency in computer applications.
Skills and Competencies
Management and Leadership skills.
Customer service skills.
Ability to demonstrate patience and remain calm in stressful situations.
Effective communication and interpersonal skills.
Ability to maintain confidentiality of information obtained in the course of work.
How to Apply
Interested and qualified candidates should apply online through the Kenya Railways recruitment portal via the link provided below. Ensure your application is submitted before the deadline on April 28, 2026.
How to Apply
Interested and qualified candidates should go to Kenya Railways on career55.sapsf.eu to submit their application. Ensure all required documents and certifications are attached before the deadline on April 28, 2026.
